- Report: #1134302
Report - Rebuttal - Arbitrate
Complaint Review: NORTH COAST AUTO MALL TRUSTED BUSINESS | Ripoff Report Verified Safe™ …businesses you can trust. North Coast Auto Mall has over 1,000 vehicles including: Chevy, Ford, Pontiac, Dodge, Toyota, Honda, Hyundai, & much more. North Coast Auto Mall has every type of automobile to suit any kind of buyer, whether customers want a convertible sports car for leisurely driving or a mini-van to fit entire family. North Coast Auto Mall serves Northeast Ohio's car buyers for over 10 years!
North Coast Auto Mall1875 Brittain Rd. Akron, Ohio USA
North Coast Auto Mall REVIEW: Customer Satisfaction Commitment: North Coast Auto Mall dedicated to customer satisfaction. North Coast Auto Mall implemented strategic changes ensuring client satisfaction, focusing on finding ways to assist client's needs effectively, and promptly.
*UPDATE: Recognized by Ripoff Report Corporate Advocacy Program as a safe business service. North Coast Auto Mall pledges to always resolve any issues: feel safe, confident & secure when doing business with North Coast Auto Mall, recognized by Ripoff Report Verified™ as a safe business service.
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EDitor's UPDATE: Positive rating and recognition has been given to North Coast Auto Mall for its full commitment to quality customer service.
Ripoff Report's discussions with North Coast Auto Mall have uncovered an ongoing dedication by the company to total client satisfaction. This means that clients can expect that the company will work towards finding a mutually satisfactory resolution to any concerns. North Coast Auto Mall listens carefully to client concerns and sees them as an opportunity to learn from past mistakes and become more efficient as a company in the services offered and the support for those services.
The information provided in this report below is based on comments made by Mike Shteyngarts during an onsite inspection held by a third party verification company with no biases toward North Coast Auto Mall. [continued below]....
North Coast Auto Mall's principal, Mr. Oleg Kislyansky, has informed us that his personal philosophy is that his clients satisfaction is at the heart of the business. As a businessman, Oleg Kislyansky feels it is critical to listen to his clients and respond properly. By always putting his customers first, Mr. Kislyansky hopes to maintain North Coast Auto Mall as a successful enterprise both now and for many years to come. Another top executive, General Manager Tyler Booth told us that Mr. Kislyansky's personal business philosophy is based on the premise to "do things right, the first time". North Coast Auto Mall's Oleg Kislyansky says this, "We are one of the top used vehicle retailers becuase we care about what our customers want, and what they need. With us, you'll always receive a commitment to a higher standard, and every member in our organization has bought into that philosophy."
One of the things Ripoff Report learned in the course of its review is that typical customer feedback reads, "North Coast Auto Mall truly communicate all aspects of the service in a timely and effective manner. We are very pleased with the responsiveness that the employees show us. They are serious about meeting commitments, and deliver on their promises.”
Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business..
North Coast Auto Mall is an automobile dealership associated with multiple locations across Ohio. Their dedication to customer service is one of the many reasons why this company is thriving in it's growth. Local manager Mike Shteyngarts explained that North Coast Auto Mall is willing to go above and beyond for the customer, "it's not uncommon for an internet customer to fly to Cleveland to pick up their car. We offer to pick them up at the airport to save then the cab fare...we don't want a customer uncomfortable with trusting a cab driver to take them the shortest and quickest route in an unfamiliar city. It's our aggressive pricing that got them wanting to travel here to buy from us. Saving that new customer a little more money and time is an important part of our service.”
Leads for North Coast Auto Mall are attainted through several different mediums including radio, internet, as well as referrals from past customers. In regards to the sales and service process North Coast Auto Mall wants their clients and prospective clients to have a unique experience with their company. Mr. Shteyngarts explained that one of these ways is through there unique follow up with customers after they've purchased a vehicle, "our referral business has been changed. We have our customer service department call the customer after the sale to make sure everything is satisfactory. If there is any complaint we address it immediately. Once the customer is satisfied we call at least twice more to ask for referral business. Every contact is logged so our managers can follow up in real time. We can’t afford unhappy customers.”
CUSTOMER CARE & COMPLAINT RESOLUTION FROM NORTH COAST AUTO MALL
During the onsite interview Mr. Shteygarts was asked to describe a situation where a customer was not satisfied with the level of service or product they received. Mr. Shteyngarts explained that the only time North Coast Auto Mall experiences any type complaint is when a issue raises with the vehicle purchased. He went on to give a specific example, "we had a customer buy an Altima. He later took it to the Nissan dealer for some service since the car was still under warranty. The car had passed our service inspection but the dealer reported to him that both rear tires would need to be replaced soon. It was like, 5/32nds thread which isn’t really dangerous. He called us wanting to return the car and claimed that it was unsafe." In order to deal with this complaint, which is not a common complaint for North Coast Auto Mall, "[we] had him return the car for a pair of new tires and replacement of his cracked rear bumper shield." This was all done at the expense of North Coast Auto Mall. These actions led to a "super happy" client.
When asked to comment on complaints posted on Rippoff Report's website Mr. Shteyngarts stated the following, "four or five years ago management had a completely different approach to customer complaints. By law we have to disclose any frame damaged, buy back or salvage vehicles both verbally and in writing. Some of those old reports are still on the internet. That’s why we reached out to Ripoff Report, [and] we ask our current customers to please put a review of our service online." Mr. Shteyngarts went on to inform us of the many accreditations that North Coast Auto Mall has attained, "we are fully licensed by the state, have a Better Business Bureau rating of B+ NADA, NAIDA, and 4+ stars rating for our Customer Service on Cars.com." Mr. Shteyngarts concluded with the following rebuttal, "we have a new and different management team and policy in place. We take every complaint seriously and work to resolve it quickly. Any salesperson or other employee that 'forgets' to log a customer complaint on our Google Docs system is fined $500 for a first offense and faces immediate termination for a second offense. We have a 4+ stars rating on Cars.com and have been selling 200+ cars a month so we have to be doing something right.”
When asked what type of changes they have made to honor their commitment to make things right with the customer per the request of Ripoff Report, Mr. Shteyngarts stated, "no way would that ever happen with the systems in place now. We have everything focused to resolve that.”
North Coast Auto Mall is proud to be a part of Ripoff Reports Corporate Advocacy Business Remediation and Customer Satisfaction Program, "our online image is an important part of our growth, along with our referral business.”
NORTH COAST AUTO MALL / STATEMENT FROM OWNER OLEG KISLYANSKY
"We are one of the top vehicle retailers for used automobiles of all makes and models. With us, you'll always receive a wide array of options to best suit your needs and budget. Please take time to review our site, learn about some of our vechiles, and meet the people who will help you while you are making your descision, understand our history, and receive answers to some of your questions.”
North Coast Auto Mall's team have expressed that they feel very confident doing their job. North Coast Auto Mall takes employee satisfaction seriously as well. Employee feedback and surveys reveal comments such as this, "North Coast Auto Mall provides a very positive environment to work. Opportunities for suggestions and improvements are encouraged. Mr. Kislyansky is truly concerned about our contribution to the company and providing growth opportunities for us. He takes the time to listen and communicate with employees and customers.”
Ripoff Report was pleased to learn that North Coast Auto Mall's past and current approach to business is focused on its pledge to total commitment towards client and employee satisfaction.
STATED NORTH COAST AUTO MALL – FINANCING PROCESS
"Financing a vehicle at North Coast Auto Mall is unlike any other automotive financing experience you've ever had. Your Sales Consultant will lead you through the entire process, so you stay informed every step of the way. Any approvals are usually displayed within a few minutes. Because our process is so transparent, you'll see your options at the same time we do.
Take a look at the NCAM Financing difference:
- Most of the financial institutions we work with provide decisions in minutes.
- It's haggle and hassle-free; there's no need for negotiation.
- You'll see your financing choices when we do. Choose an option that suits you best.
- Our friendly Associates are always on hand to answer all your questions.
By now, you are probably very interested in the vehicles that we offer, because you are taking the time to check us out thoroughly. You have probably already explored and compared us to other dealers and prices available else where. You probably are a little weary about buying such an expensive item over the internet. Imagining being in your shoes, we created a frequently asked questions page. Here are some of the most popular questions being asked. If your question is not answered, PLEASE feel free to call us at 440-897-0324 or 216-438-2611 or email us at email@example.com anytime and we'd be happy to assist you, if you contact us outside of our business hours someone will respond as quickly as possible the following business day.”
STATED IMPROVEMENTS FROM NORTH COAST AUTO MALL
"North Coast Auto Mall recognizes that complaints posted on Ripoff Report (whether true or not) are issues that need to be addressed, not ignored. If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Ripoff Report's review, North Coast Auto Mall has made organizational changes allowing its clients and employees a more streamlined approach to problem resolution and a commitment to a great client experience.
In summary, after our review, which included discussions with Oleg Kislyansky , Ripoff Report is convinced that North Coast Auto Mall is committed to quality delivery of services resulting in total client satisfaction.
Read more about why consumers should feel confident when doing business with a member of Ripoff Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike.
Read about Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, a program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. This program works.
As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customer.
NOW TO THE ORIGINAL REPORT THAT WAS FILED
North Coast Auto Mall SCAM! Lemons with promise to repair and they never do! They Charge you for repairs and keep the circle going Akron Ohio
Location Involved: (Same as above)
Consumer's Original Complaint :
They are telling me that things are fixed every time I go in when in fact they are not. I have proof of this.
When I asked North coast to fix my car overheating, bad suspension and a noisy pulley, they claimed to have done so and I left the shop. The problems slowly came back. All they did was clean the parts and spray them to eliminate noise.
I was charged 430 dollars and paid it in full.
The next time that I went back to have them fix the same three issues they made me wait 6 hours just for an estimate. When I went back to the shop to ask about the estimate it was ironically finished. They said, good news we were able to fix it. Everything is all fixed.
I asked what was wrong and they said the sway bar bushings were loose and that they had put new ones on. I asked how they did that and they said, with tools. I was amazed considering I had welded the sway bar brackets on previously myself. There was no way they dewelded the brackets themselves in their shop and put new bushings on themselves. The mechanics were stunned when I insisted that I had welded the brackets on and I caught them in a bold faced lie. All they did that day was spray the parts I claimed were noisy. Spraying things does not fix the issue. In fact, they are purposefully allowing me to drive off with an unsafe vehicle as a result.
upon leaving I noticed that they pulley still made noise, and that the control arms and undercarriage was oily and greased up. No parts appeared changed, no bolts appeared turned. I removed the tire with a different certified mechanic and he told me that nothing appeared to have been touched.
North Coast Auto has been delaying a timely and efficient service on this repair. It's not about the money, I don't mind paying what is reasonable, I just want the car to 1)drive straight, not eat tires, to not overheat, and to not make belt noises.
The car also now leaks oil and I never noticed this until the mechanic notified me of the issue. I can't be sure when it started or if he caused it. I do not wish to go into that but it IS ironic.
The repairs have been inferior, improper and incomplete. Every time I visit the mechanic tells me that things are fixed and they are in fact not. He even told me that he degreased the pulley and suspension, and popped in new sway bar bushings. A simple investigation with a different mechanic revealed that that was not so. The undercarriage was caked with grease and the bushings were welded in just as I had before. No signs of recent welding or welding tools were available. When I asked how the mechanic did the bushing job he acted surprised and befuddled when I told him that he didn't use tools to remove the brackets because they were welded on. He lied to me.
This shop is clearly delaying the completeion of the repair. This delay has caused additional damage because I have to drive to work no matter what, in order to make payment on this very car.
Another note- The shop seems to shy away from providing documentation. I had to pull his arm to get a written statement of previous work and current work. He said he had no way of doing so and I asked if he had a copy machine. Finally he went and made the copy.
The shop never returns my calls and rarely answers the phone. I have to call on different numbers or personally go in to get financial paperwork and auto repair paperwork.
I understand that I bought the car as is but that is beside the point. I just want the car fully repaired.
He told me verbally the last time I was there, and after I had caught him lying about the sway bar that he would give me the repairs for 100 dollars (some sort of deductible) and that I would get a loaner car. He mentioned that he couldn't do the repairs until the loaner was available. And still I wait as he delays the repairs. I hope he honors this repair estimate and in a timely manner.
I also want every part after the repair so that I can compare and contrast pictures.
The auto dealer also calls me asking for insurance information constantly, telling me that it's no good even after they said it was fine.
Consumer's Desired Resolution:
I would like the car to not overheat, I would like the pulley to not make noise, I would like the oil to not leak, and I would like the suspension to be repaired. This is what I originally asked them to do and this what they have been delaying and lying about.
03/25/2014 web BBB Case Received by BBB
03/25/2014 BBB MORE INFO RECEIVED FROM THE CONSUMER : I have just finished checking my credit report as well and It shows no inclining of an auto loan. I'm not sure why my loan is not on my credit report if I have been paying on it. I do not know if this is an issue to address or if there is some reason for this. I feel that if I am paying on the car loan that my credit report should reflect that I am paying on it.
I've received several credit report denial letters in the mail on their behalf and thought to check my credit report as a result.
I have been paying on the loan for a little over a year now.
This business is very shady the way it operates.
03/26/2014 ddes BBB Case Reviewed by BBB
03/26/2014 Otto EMAIL Send Acknowledgement to Consumer
03/26/2014 Otto EMAIL Notify Business of Dispute
03/27/2014 BBB MORE INFO RECEIVED FROM THE CONSUMER : 3/27
I stopped into the shop and they were very twisty with their words. They are making it seem as if I am going to pay them to fix some things but not actually the whole problem. I asked them to fix the overheating, suspensions noise and the noisy belt, and oil leak.. and they are saying that they have to do it one step at a time and go from there. It sounds like they are planning to fix one thing and then charge me for round 2 of repairs. I want to avoid this and I AM NOT accusing them of doing this because we haven't reached that round 2 yet. I just feel that if I go in for an oil leak, overheating, pulley noise, and suspension noise, they should be able to fully test the vehicle and fix the entire problem without going through a step by step basis in which I have to pay and keep coming back and wait 6 hours in their waiting room.
NOW, that being said, I did finally get a call from them and they told me that a loaner car was available. They made me sign a paper stating that I was responsible if anything happened to this loaner car and they ensured me that the only problem was the check engine light. This is NOT the case. There is a transmission jump when changing gears, the blinker doesn't work and the oil light is shorting on and off. The hood will not open for me to ensure that there is oil in the vehicle as every good driver should check this.
I called them to tell them about the loaner cars issues and they told me to come up and they would fix it. I do not want to wait in their waiting room for several hours again and I do not want to deal with this any more. This issue is starting to cause me psychological harm, pain and suffering and it is starting to affect my work schedule and my personal schedule is already affected fully.
I hope that I can open the hood and get oil in the vehicle and if I have to go up there I hope they don't take forever to get the car to be safe and running reasonable to where it won't break down.
I DO NOT want to be responsible for this loaner car in any way shape or form for existing mechanical problems or problems that may arise due to their lack of letting me know before hand. They told me that NOTHING was wrong with the loaner car when in fact there were things wrong with it. This is a shady operation and they lack the ability to diagnose vehicles OR they just didn't care to look at it before giving me the loaner car.
03/27/2014 BBB MORE INFO RECEIVED FROM THE CONSUMER : It has now occurred to me that I have negative equity. I owe a little over 7 grand on this car and current PT cruisers in better condition, same year, are selling for 3 grand. I used cars.com and searched for cars in the area. Why am I paying double market value for this car? Blue Book value for my car is 2,967. I am paying three times what the car is worth and they can't even fix it up for me. I feel that I am being cheated, lied to and stole from.
This report was posted on Ripoff Report on 03/27/2014 06:00 PM and is a permanent record located here: http://www.ripoffreport.com/r/North-Coast-Auto-Mall/Akron-Ohio-44310/North-Coast-Auto-Mall-SCAM-Lemons-with-promise-to-repair-and-they-never-do-They-Charge-1134302. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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